Send Us A Message

Users may send Noridian a secure message regarding claims that have been reviewed by CERT or the Noridian Medical Review teams. These messages may be about a claim determination, information on education and prior authorization or other concerns.

Sending A Message

Go to Message Center - "Send Us A Message" in the upper right-hand corner of any screen on NMP.

This image shows where the Send Us A Message link is in the Message Center.

  • Choose the New Message tab
  • Choose the TIN/NPI/PTAN combination and Program being inquired on under the Provider/Supplier Details.
  • A Delegate User may be selected.
    • A Delegate User would be the only user that would be able to see the message between you and Noridian. If a Delegate User is not selected, anyone with access the TIN/NPI/PTAN combination being used would be able to read and respond to the messages.

This image shows where to start a new message.

Under Message Details the following is required:

  • Topic and Subtopic
Topic Subtopic
Noridian CERT
  • CID Status
  • Noridian CERT Letter/Communication Questions
  • Other
Medical Review Case
  • Question on Claim Determination
  • Education Information
  • Prior Authorization
  • Other
  • Subject
  • Message
  • Documentation may be attached to support your question.
    • Supporting documentation for an Additional Documentation Request (ADR) can not be submitted through these messages. See the Additional Documentation Request section for instructions.

Choose Submit Inquiry.

This image shows the required fields when submitting a message.

Please allow 2-3 business days for a reply. Messages are responded to in the order they are received. This is not intended to be a way of instant messaging with Noridian.

Note: Messages sent regarding non-Medical Review/CERT will be redirected to contact the Provider/Supplier Contact Centers.

Responding to a Message

When the Noridian Medical Review staff have responded to a message, the number of unread messages will show in the message indicator bubble by the "Message Center" link.

This image shows the indicator when there is a new message.

On the View Message tab, choose the Medicare Program the message is regarding: MED A/B or DME.

A specific message may be searched for using the available filters: Topic, Sub Topic, From Date, To Date or Status. If a filter is not used, all messages for that Medicare Program will display.

This image shows the filters available when searcing for a new message.

The messages that meet the search criteria are displayed.

To view the response from Noridian, select the Subject of the message.

This image shows how to view a message.

Conversation "bubbles" will be used to show the message exchange between the user and Noridian. On this screen, the user may:

1. Reply back to Noridian

2. Add a Delegate User (if applicable)

  • A Delegate User would be the only user that would be able to see the message between you and Noridian. If a Delegate User is not selected, anyone with access the TIN/NPI/PTAN combination being used would be able to read and respond to the messages.

3. Modify the Status of the message: Open, Closed, Delete.

  • Open: Messages are still being exchanged.
  • Closed: The inquiry has been resolved. No additional communication is needed
  • Delete: The message will no longer be viewable

Note: Once a message has been Closed or Deleted, the message cannot be "reopened". A new message will need to be created.

This image shows how to reply to a message, modify the status of the message and choose a delegate user.

Additional Information and Notifications

1. The status of the messages may be modified on the View Message tab when a search has been performed.

2. New Unread Message notifications will display in the Response Required Column. A purple triangle will display if Noridian is indicating a response is required.

  • If a message has not been read within 48 hours, the user will receive an email notification of the unread message.

This image shows where to modify the status and the new message notifications.

 

Last Updated Oct 25, 2018